Quality Assessment Specialist

ABOUT ASILIA

Asilia Africa is one of East Africa’s long-standing safari companies. Meaning ‘genuine’ or ‘authentic’ in Swahili, we’ve built a reputation for incredible safari experiences and our unwavering commitment to empowering both people and nature alike in the region. Founded in 2004, Asilia has a leading presence in the main safari destinations in Tanzania and Kenya as well as a driving role in several pioneering projects. Asilia’s goal is to turn crucial and fragile natural habitats into lasting conservation economies, benefitting both the environment and local communities. At present, the company owns and operates 18 lodges and camps as well as a ground handling operation. Asilia is the first sustainable safari/lodge company in Africa to receive a 5-star rating for sustainability from GIIRS, was recognized as one of the “Best Companies for the World” in 2013 and was awarded the 2014 Tourism for Tomorrow Business Award.

WHAT WE BELIEVE IN

We believe that world-class travel can go hand in hand with improving livelihoods and conservation of nature. Our luxury camps and lodges are in some of the most special places on earth. Places we want to safeguard for the future. We strive to transform whole areas, from crucial fragile natural habitats with often impoverished communities into lasting conservation economies; effectively protecting wildlife whilst providing opportunities for local people to prosper. Whichever department you work in, your efforts will be crucial in achieving our conservation goal.

POSITION OVERVIEW

The Quality Assessment Specialist is responsible for ensuring that safari itineraries and quotes meet Asilia's high standards of quality and accuracy before being sent to clients. This role requires exceptional attention to detail, a comprehensive understanding of East African safari products, and strong analytical skills. Key responsibilities include reviewing itineraries, verifying pricing accuracy, ensuring adherence to company guidelines, auditing client communications, and implementing quality improvement initiatives. The role also involves collaborating with sales consultants to provide constructive feedback, identifying recurring issues, and maintaining robust quality control processes to enhance the overall service delivery of our B2B safari reservations. 

RESPONSIBILITIES  AND DUTIES

QUALITY CONTROL

• Review quotes and itineraries created by sales consultants before client submission. 

• Verify accuracy of pricing, availability, and logistical feasibility of safari itineraries. 

• Ensure itineraries comply with company guidelines, partner agreements, and operational requirements. 

• Conduct comprehensive checks on accommodation selections, transfer logistics, and activity scheduling. 

• Flag critical errors and inconsistencies to prevent client-facing mistakes. 

COMMUNICATION OVERSIGHT

• Audit client communications for professionalism, clarity, and timeliness. 

• Review email correspondence to ensure alignment with Asilia's brand voice and standards. 

• Monitor response times to ensure all communications meet service level agreements. 

• Provide guidance on effective communication strategies for complex client scenarios. 

PROCESS IMPROVEMENT

• Identify recurring errors and quality issues across the sales team. 

• Develop standardized quality assurance checklists and guidelines. 

• Collaborate with the sales and operations teams to streamline processes. 

• Implement targeted training initiatives to address quality gaps. 

• Document best practices and create resources for the sales team. 

REPORTING

• Generate regular reports on quality metrics and improvement progress. 

• Track error rates and types to identify trends and opportunities for improvement. 

• Provide detailed performance feedback to sales team management. 

• Create and maintain quality dashboards to visualize quality trends. 

COACHING AND DEVELOPMENT

• Provide constructive feedback to sales consultants on improving quote quality. 

• Conduct one-on-one coaching sessions to address specific quality issues. 

• Work the training team to develop and deliver training sessions on common error avoidance. 

• Share examples of excellence to establish benchmarks for quality. 

SYSTEMS MANAGEMENT

• Ensure proper utilisation of Bazaruto and other booking systems. 

• Verify correct application of seasonal rates and special offers. 

• Review system configurations to minimize automated errors. 

• Collaborate with tech teams to improve system efficiency and accuracy. 

REQUIREMENTS, SKILLS & EXPERIENCE

• Minimum 3 years of experience in safari travel planning or tourism operations. 

• Strong understanding of East African safari destinations, logistics, and industry standards. 

• Excellent attention to detail and proven analytical skills. 

• Outstanding written and verbal communication abilities. 

• Experience in quality control, auditing, or similar oversight roles. 

• Proficiency with Bazaruto or similar vacation planning software. 

• Problem-solving mindset with the ability to implement effective solutions. 

• Knowledge of customer service best practices in the luxury travel segment. 

PREFERRED SKILLS

• Proficiency in Hubspot CRM and MS Office suite, particularly Excel. 

• Previous experience working with travel agents or in a B2B travel environment. 

• Deep knowledge of East African safari destinations and products. 

• Experience in training, coaching, or mentoring roles. 

• Understanding of pricing structures and yield management principles. 

• Ability to work diplomatically when providing critical feedback. 

• Familiarity with safari industry regulations and operational constraints. 

REQUIRED WORK PRACTICES

• Across all interactions, promote the image of the sales team as a best-in-class externally with our clients and internally with our key stakeholders.

• As a key point of contact and the face of Asilia, upholding and contributing to the reputation of the company as a leading safari operator. 

• The Asilia values are company values that play a significant role in how we define ourselves and set ourselves apart. We place a high value on living these values in everyday work practices. These values are genuine, inspired to do good, caring family spirit, teamwork, dedicated to service, consistent quality and going the extra mile

• When staff events happen within working hours it will be compulsory to attend 

• Attend all Training & Development programs as required. 

CONDITIONS AND WORKING HOURS

• You are required to work 9 hours per day including an hour lunch break. The working hours are determined according to the team set-up with flexibility.

• Overtime may be required during peak periods for which you will be compensated with time off in lieu.

• You may be required to travel for work from time to time.